In this role you will be the primary point of contact for customers, diagnosing and resolving complex issues across the Iru platform. You will collaborate with engineering and operate within a global, hybrid team to keep customers informed and supported. You’ll document findings to help future cases and improve self-service resources. This is a fast-paced, impact-driven role that helps customers regain control of devices, identity and compliance.
Pay / Benefits
Hybrid work environment
100% private healthcare coverage
Equity for full-time employees
20 days PTO
New parent leave (up to 16 weeks)
Mental health benefits
Responsibilities
Resolve issues via chat, email, and video calls; manage tickets end-to-end
Own ticket ownership from first contact to resolution, with clear updates
Shape the customer experience with accurate, respectful guidance across products
Troubleshoot across the platform: endpoint, identity, compliance, and APIs
Investigate root causes by reviewing logs and reproducing issues in test env
Collaborate with engineering to drive bug fixes with evidence
Maintain composure under pressure and communicate calmly and precisely in busy times
Key requirements
3+ years in IT administration or technical support for end users or IT systems
Strong macOS and iOS/iPadOS knowledge; Windows experience; Android a plus
Hands-on experience with MDM/UEM platforms
Working knowledge of identity providers and SSO (e.g., Microsoft Entra ID, Okta, SAML)
Experience with endpoint security tools (EDR, vulnerability management)
Familiarity with REST APIs and integrations
Comfort with Terminal and PowerShell; ability to read and evaluate scripts
Methodical troubleshooting approach; ability to reproduce, isolate, and document issues
Clear writing and judgment in tone; ability to explain complex issues to busy IT admins
Curiosity and adaptability to learn new products and switch contexts smoothly
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